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Emotional Footprint Awards 2021

Customer Service


SoftwareReviews names SupportCenter Plus and HubSpot Service Hub as Customer Service Emotional Footprint Award Winners.


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Customer Service

Emotional Footprint Awards

SoftwareReviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate emotional footprint scores across 26 dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.

Emotional Footprint Awards are proudly founded in 100% user review data and are free of traditional “magical” components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.

Read The In-Depth Report

See how each vendor stacks up across each of the 26 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.

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30+ pages

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Measuring Emotional Footprint

Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of emotional footprint that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. Then, the following calculation is done across this index:

% of Positive Reviews - % of Negative Reviews

For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.

Emotional Footprint Leaders


HubSpot

HubSpot Service Hub

Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. The result? More time for proactive service that delights, retains, and grows your customer base.

8.3

CX Score

CX
Score

+83

Net Emotional Footprint

Net Emotional
Footprint

83

Value Index

VALUE INDEX

3% Negative 86% Positive
Badge Winner
188Reviews

ManageEngine

SupportCenter Plus

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

8.2

CX Score

CX
Score

+79

Net Emotional Footprint

Net Emotional
Footprint

85

Value Index

VALUE INDEX

6% Negative 85% Positive
Badge Winner
43Reviews

Other Evaluated Vendors


Zendesk

Zendesk for Service

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations.

8.2

CX Score

CX
Score

+83

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

5% Negative 87% Positive
102Reviews

Freshworks

Freshdesk

Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.

8.2

CX Score

CX
Score

+81

Net Emotional Footprint

Net Emotional
Footprint

82

Value Index

VALUE INDEX

6% Negative 88% Positive
78Reviews

Microsoft

Microsoft Dynamics 365 for Customer Service

To accelerate your digital transformation, you need a new type of business application. One that breaks down the silos between CRM and ERP, that’s powered by data and intelligence, and helps capture new business opportunities. That’s Microsoft Dynamics 365.

8.1

CX Score

CX
Score

+82

Net Emotional Footprint

Net Emotional
Footprint

80

Value Index

VALUE INDEX

4% Negative 87% Positive
113Reviews

Salesforce.Com Inc

Salesforce Service Cloud

Service Cloud customer service software gives you faster, smarter customer support.

7.9

CX Score

CX
Score

+80

Net Emotional Footprint

Net Emotional
Footprint

79

Value Index

VALUE INDEX

4% Negative 84% Positive
108Reviews

Oracle

Oracle CX Service

Personalize your service engagements across any channel. Oracle CX Service delivers connected experiences to both consumers and businesses with knowledge-driven interactions and automation.

7.9

CX Score

CX
Score

+78

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

6% Negative 84% Positive
40Reviews

For the full press release, click here. For the full list of vendors in this space, click here.

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